Dissapointed

Im very dissapointed in the service received today at the Cell C Cape gate store.. We went in to do a sim swop (phone lost) at 4pm with the lady Mary -anne or something ending with Anne.. We provided her with the proof of address and passport, after 5min she advised it is done and we must pay R11 ( we had our own sim card and provided it to her to take the serial number).. she advised it will take 4h for the nmbr to work and the data to be back.. Its now 10pm and still nothing, we called the call centre and they advises that no sim swop request was done with the sim we provided.. We wastes our petrol and time all the way from bellville to cape gate.,for nothing and now im advised to go back to the store to resolve it.. I WILL NOT GO BACK TO THAT STORE, I WANT THIS TO BE RESOLVED OR I WILL TAKE THIS FURTHER. Why did i pay R11 if nothing was done?. I beter have this resolved as i will not waste more petrol or time to go 2 that shop for the same things done today.. if i do not get feedback within 48h i will take this further..